Desktop Support Engineer

Technical Support & Troubleshooting

• Provide on-site support for desktops, laptops, printers, and other end-user devices.
• Diagnose and resolve hardware, software, and network connectivity issues escalated from L1 support.
• Perform system upgrades, OS installations, driver updates, and patch management.
• Ensure proper configuration of devices as per company standards and security policies.
• Handle escalations requiring advanced troubleshooting and root cause analysis.

Field Operations

• Travel to client or branch locations to deliver timely support and resolution.
• Coordinate with IT teams to ensure smooth deployment of new hardware/software in field offices.
• Document field visits, issues resolved, and pending escalations for reporting.
• Provide hands-on support during office relocations, hardware replacements, or new setups.

User Support & Communication

• Assist end-users with technical queries, ensuring minimal downtime.
• Communicate solutions clearly to non-technical staff and provide basic user training when required.
• Escalate unresolved issues to L3 or vendor support while maintaining ownership until closure.

System & Asset Management

• Maintain inventory records of IT assets deployed in field locations.
• Ensure proper tagging, tracking, and reporting of hardware replacements or repairs.
• Verify warranty/AMC status and coordinate with vendors for repairs or replacements.

Collaboration & Coordination

• Work closely with the network/security teams to troubleshoot connectivity or access issues.
• Coordinate with vendors for specialized support or hardware procurement.
• Support IT projects such as rollouts, migrations, or upgrades at field sites.

Documentation & Reporting

• Maintain logs of incidents, resolutions, and preventive measures.
• Share weekly reports on field support activities, downtime, and escalations.
• Contribute to knowledge base articles for recurring issues and solutions.

Skills & Competencies

• Strong knowledge of Windows OS, MS Office, and common enterprise applications.
• Familiarity with Active Directory, user account management, and remote support tools.
• Hands-on expertise in hardware troubleshooting (desktops, laptops, printers, peripherals).
• Excellent communication and interpersonal skills for client-facing interactions.
• Ability to work independently in field environments with strong problem-solving skills.